Initiatives to Enhance Customer Satisfaction
Increasing customer loyalty by creating added value
COSEL provides technical support services through a toll-free telephone number and contact form on the website as well as an online technical support contact point. Our dedicated support team strives to respond to inquiries from customers quickly and accurately. We also provide a wide range of support services, such as visits to customers and onsite evaluations of EMI, EMS, and other products at our own facilities with the customers present, as well as technical consultation services. We share within our technical support team the valuable experiences and information obtained through support activities for use in further improving product and service quality.
We also strive to improve products and services, provide new services to satisfy customers, and resolve customers’ issues by collecting information on complaints, conducting customer satisfaction surveys, and being attentive to customer feedback to create added value. All of these efforts are intended to contribute to increased customer loyalty.
Responding to quality issues
Our technical personnel respond promptly and accurately to any product failures that may occur. We provide maintenance services that include failure analysis, repair, and overhaul in response to any defects or failures occurring within processes or in the field.
In the event of a defect, we ask the customer for information on such subjects as the situation and environment where the product was used. Through accumulating such information internally, we strive to investigate the cause and resolve the defect as quickly as possible with reference to past cases.
In addition, we analyze the defects in products returned from the market and provide feedback to product development and the production site. Then, we run through the plan-do-check-act (PDCA) cycle, intended to make improvements from the customer's perspective. In this way, we strive to improve product quality and provide service that will satisfy customers.
Protection of Customer Information
COSEL’s Standards for Voluntary Actions state: We will never leak confidential information without good reason.
We handle customer information with the utmost care and ensure that no leaks occur.